Customer Service Advisor

About the Role

Base Location: Perth

Salary: £25,703 - £29,879 + a range of benefits to support your finances, wellbeing and family.

Working Pattern: Permanent | Full Time | Flexible First options available

The Customer Contact Centre is the first point of contact for any customers who are experiencing a power cut or external electrical issues.

We work in all hours, and through all weathers, ensuring our customers are never without power. Our Customer Service Call Advisors are at the heart of our business; you're often the first person our customers speak to, and so we need passionate, enthusiastic individuals like you to join our team.

Key responsibilities will include:

• As part of our customer contact centre you will be taking inbound calls from and making outbound calls to customers who have a power cut or are experiencing another electrical emergency.

• Talking to our customers when they experience an issue with their electricity supply, providing them with regular updates, offering welfare and support for priority service customers.

• Deal with customer complaints as the first point of contact and be responsible for maintaining a 1st class service to all our customers.

• It is important to us that we support our most vulnerable customers, we will rely on you to identify when there is a vulnerability at a property during your call so it is key that you are able to confidently talk to customers about their vulnerabilities and the support we can offer.

This role has working hours between 07:00 & 23:00, 7 days a week and attracts a shift allowance, as well as 1 in 7 standby obligations. This is role is predominantly based in our Perth office.

What do I need?

• Previous experience in a customer focused role, preferably with experience working within a fast paced or contact centre environment. A basic understanding of the Distribution Energy Sector would be an advantage.

• The ability to communicate with a variety of customers over the phone, therefore excellent verbal communication skills are essential.

• We are looking for someone who is organised, flexible and self-motivated, with strong time management skills.

• You should be able to demonstrate the ability to work independently and within a team.

• You must have good computer skills and have the ability to multitask and think on your feet including the flexibility to support your colleagues, provide information to other teams and focus on delivery of customer service goals.

About our Business

SSEN Distribution powers 3.8 million homes and businesses in communities across central southern England and the north of Scotland. Our team of more than 3,500 people keep customers connected to a safe and reliable supply of electricity whilst developing the flexible networks that are vital to achieving net zero. By enabling a smarter, more resilient electricity network we're ensuring our local communities continue to receive the power they need, both now and in the future. We are consistently investing and innovating to improve network resilience and future-proof power supplies for life's changing demands, from rolling out large scale EV charging schemes to supporting small community generation projects.

What's in it for you?

We offer an excellent package with 34 days annual leave entitlement. Enhanced maternity/paternity leave, discounted healthcare, salary sacrifice car leasing and much more, view our full benefits package on our careers site.

As an equal opportunity employer we encourage diversity and are committed to creating an inclusive environment for all employees. We encourage applicants from all protected characteristics and commit to providing any reasonable adjustments you need during the application, assessment and upon joining SSE. Search for 'Inclusion & Diversity at SSE' to find out more.

What happens now?

All applications should be made online, and I'll be back in touch after the vacancy closing date to let you know the outcome.

If you would like to discuss any working flexibly requirements or adjustments you may require throughout the recruitment and selection process, please contact Fiona on Fiona.Smith@sse.com / 01738 340954.

Before commencing your role with SSE, you'll need to complete our pre-employment screening process. This will consist of a criminality and credit check.

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